Unity Communications

BACKGROUND

Please describe your company and your position there.

I'm Head of Customer Care, we are a eCommerce company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications, and what were your goals?

The Customer Care team is to handling messages from omni channels. Our goals is to improve customer satisfaction.

SOLUTION

How did you select this vendor and what were the deciding factors?

We searched for BPO company from Cluth, based on their introduction, ratings, and reviews. we chose Unity Communications based on their affordable price, proactive communications, etc.

Describe the project in detail and walk through their service package, including any calling tools used.

They reply the inquires and anwer live chat, through Zendesk， also help with leads collection according to our requirements.

Who did you work with and what was the feedback process like?

We have a team lead who oversees a 4 person team. We review their performance with their operation managers as well regularly.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

The team responds quickly. They also are proactive in helping with our leads collection efforts

Describe their project management style, including communication tools and timeliness.

We have regulary video meetings, and instant communications via Slack.

What did you find most impressive or unique about this company?

They are very flexible and responsive

Are there any areas for improvement or something they could have done differently?

everything has been satisfying for now.

BACKGROUND

Please describe your company and your position there.

Spa that specializes in healing people with our massage services Owner

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

Virtual assistant

SOLUTION

How did you select this firm and what were the deciding factors?

Great communication skills of employees and sense of urgency

Describe the project in detail and walk through their service package.

Scheduling clients Answering emails, calls, chats etc Assisting clients with their needs Creating therapists schedule and assisting them with theirs needs

How many resources from the vendor's team worked with you, and what were their positions?

3 / virtual assisting

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

I’m giving Unity Communications 5 stars! They got my life back when I hired virtual assistants through them. I am a spa owner and I used to manage everything myself. As we got busy I was never present with my family since I had to not only make important decisions but also do all the work that requires to manage the business. It was very stressful and tiring.

I finally found this company that assigned me amazing virtual assistants that have all the skills I was looking for to manage everything I’ve been dealing with. Ever since I hired Unity I was able to scale my business to a higher level and have more freedom and time with my family! Highly recommend!

How effective was the workflow between your team and theirs?

Very effective

What did you find most impressive or unique about this company?

Great communication

Are there any areas for improvement or something they could have done differently?

None

BACKGROUND

Please describe your company and your position there.

We work Directly with Unity Communications to find solutions for customers in need of Telecommunication assistance.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

IT Consultation

What were your goals for this project?

Find a solution that fits the customer's needs

SOLUTION

How did you select Unity Communications?

Unity Communications has a Direct agreement to work with our company

Describe the project in detail.

Our relationship is ongoing, we work in tandem with each other on multiple projects

What was the team composition?

Unity Communications has a well rounded team of specialist able to assist with any opportunity

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Customer satisfaction

How effective was the workflow between your team and theirs?

Everyone at Unity Communications is aware of their role, and knows exactly what needs to be done to succeed

What did you find most impressive about this company?

Their responsiveness and attention to detail are impressive.

Are there any areas for improvement?

None

BACKGROUND

Please describe your company and your position there.

am the Director of Sales and oversee the sales team for a full-service Telcom consulting firm. We work with all major providers to offer our clients several options for any and all Telcom related projects. I

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

We've brought unity in for consulting work as well as overflow on order processing.

What were your goals for this project?

We had several goals, mainly around delivering services to clients on time and correctly.

SOLUTION

How did you select Unity Communications?

We interviewed several firms and found their attention to detail and overall knowledge to be the best for our project.

Describe the project in detail.

We brought in Unity to oversee a Telcom audit that involved correctly pricing current services, and negotiating better prices for new service.

What was the team composition?

N/a

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We completed the project faster than expected and have engaged Unity for other ongoing projects.

How effective was the workflow between your team and theirs?

Exceptional

What did you find most impressive about this company?

The depth of knowledge they brought to our team.

Are there any areas for improvement?

Not at this time.

BACKGROUND

Please describe your company and your position there.

I am a RVP for a telecommunications company who provides telcom solutions to businesses. I have been in the business for over 20 years.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

I have worked with Unity Communications to run my RFP on wireless devices as well as MDM for my clients who have needs in cellular/wireless device space.

What were your goals for this project?

To secure the best pricing and project management for my client for wireless security or MDM.

SOLUTION

How did you select this vendor?

Three venders were selected and demos were scheduled with the client to review capabilities on each platform. A RFP was put together and all venders were invited to submit final pricing. There was a clear winner as far as capabilities were concerned and Unity was able to get the pricing where we needed to be to win the deal.

Describe the project in detail.

MDM for both cell phones, laptops and IPads

What was the team composition?

I worked directly with the PM at Unity.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Customer very interested in proceeding with the project

How effective was the workflow between your team and theirs?

At this point in the project-it has been great!

What did you find most impressive about this company?

They were always available for help and the follow up has been wonderful.

Are there any areas for improvement?

None that I can think of...

BACKGROUND

Please describe your company and your position there.

I am the owner and creative director for Felicia's world. We are a small arts and crafts company that specializes in hand crafts such as quilts, fabric, kids projects, and design. We publish in many popular magazines around the world and basically enjoy making the world a prettier place.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

I am NOT an admin person. Spreadsheets, e-commerce, and all the paperwork needed to do business on a day to day basis is something I hated doing. Unity Communications takes care of all of the administrative work for my business so I can just concentrate on what I do well.

What were your goals for this project?

My goals were simple. I wanted to create more and not handle admin tasks. I just tell my admin what needs to be done on the phone, and it just gets done.

SOLUTION

How did you select this vendor?

My web designer referred them over to us.

Describe the project in detail.

Unity processes all of our e-commerce store products for shipping, accounting, and delivery tracking. They handle all inbound customer service calls, taking and processing the credit card information, answers emails, and updates all of our social media sites. They handle all our back office invoices with suppliers and partners. I can pretty much leave them alone and I know my business runs smoothly.

What was the team composition?

We have 1 rep that reports to me directly. She has 1 manager and a project co-ordinator for other tasks. We have only needed 1 person for our company.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

In two weeks, I was amazed on how quickly the Unity team took on tasks on their own and allowed me time and energy to grow my business. They are so customer focused and it has allowed my business to grow fast and at a lower cost. I would highly recommend them to any company that needs a back office to handle business administration.

How effective was the workflow between your team and theirs?

It was just me and them. It was simple and efficient.

What did you find most impressive about this company?

They made things really easy. They had a 2 week, and 30 day plan that they achieved in less time. Transitioning things over to them was thought out well in advance and was incredibly flexible with my hectic schedule.

Are there any areas for improvement?

I have NO complaints!